Field Notice: FN - 63637 - PrecisionHD 1080p 4x S2 Camera Does Not Boot Due to Software Image Corruption - Software Upgrade Recommended

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Updated:May 30, 2018
Document ID:FN63637

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Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision Publish Date Comments
1.0
30-Apr-13
Initial Release
10.0
15-Nov-17
Migration to new field notice system
10.1
30-May-18
Fixed Broken Image Links

Products Affected

Affected Product ID Comments
CTS-PHD1080P4XS2
CTS-PHD1080P4XS2+
CTS-PHD1080P4XS2=

Defect Information

Defect ID Headline
CSCud95689 CTS-PHD1080P4XS2 4x camera may not boot properly

Problem Description

The software image on the Cisco TelePresence PrecisionHD 1080p 4x S2 camera is read as corrupt and the camera is not able to boot, which causes no video out on HDMI and no camera control.

Background

Situations have been observed where the Cisco TelePresence PrecisionHD 1080p 4x S2 camera does not boot due to a corrupted software image. This camera is used with the Cisco TelePresence SX20 Codec.

Problem Symptom

A camera in this failed boot state shows all of these symptoms:

  • The white power LED is lit.
  • The amber in-call LED might or might not be lit, but the camera is not detected.
  • No video comes from the camera HDMI output.
  • The camera does not respond to controls.

Workaround/Solution

Proactively Prevent the Issue - Upgrade the Codec Software

Cisco recommends that customers upgrade all SX20 Codecs with a Cisco TelePresence PrecisionHD 1080p 4x S2 camera connected to a release of software that contains the camera fix.

An upgrade of the codec software to a release that contains the fix causes the camera firmware to upgrade automatically and prevents camera failure. The camera firmware is not downgraded if the codec is downgraded.

In order to prevent this issue, complete these steps:

  1. Upgrade to a release that contains the fix.
  2. Wait for the camera to upgrade the firmware(approximately 8 minutes).
  3. Downgrade to a lower version if required.

The issue has been fixed in camera firmware version 20010 and later. The camera firmware version installed in the camera can be seen in the camera ID as shown in the system status page on the codec web interface. Alternatively, enter the xstatus camera command when logged into the codec using ssh. The camera firmware with the fix for CSCud95689 is bundled with TC version 6.0.0 and later SX20 codec software released to CCO 1/31/13 and TC version 5.1.7 and later released to CCO 2/27/13.

Access the Download Software page for the latest SX20 codec software.

Note: When you upgrade from TC version 5.1.6 or earlier, the Cisco TelePresence PrecisionHD 1080p 4x S2 camera upgrades twice because of a change in the placement of the camera software. The new firmware file used for upgrade is a7camera.pkg, whereas the old package was nandi.pkg.

It is MANDATORY to upgrade cameras that do not exhibit this issue in order to prevent future failure.

Once the camera has been successfully upgraded, the camera firmware version can be verified with an admin shell command xstatus camera. Here is an example output while running TC5.1.7 that has camera firmware version 20011 installed:

$ ssh admin@10.47.97.211

Welcome to SX20-03

Cisco Codec Release TC5.1.7.299667

SW Release Date: 2013-02-18



OK


xstatus Camera 1

*s Camera 1 Connected: True

*s Camera 1 HardwareID: "53000000"

*s Camera 1 Manufacturer: "TANDBERG"

*s Camera 1 Model: "PrecisionHD 1080p 4X S2"

*s Camera 1 SoftwareID: "S01777-2.0 FINAL [ID:20011] 2013-01-30"

Similar camera software version output can be seen through the web user interface at this URL: http://IP_Address_of_the_codec/getxml?location=/Status/camera/SoftwareID

Fix the Issue Once in the Failed Boot State

If the camera is in the failed boot state, a replacement of the camera should be worked through the Technical Assistance Center (TAC). See the TAC contact information at the end of this field notice.

Product shipped from Service Logistics may still exhibit this problem. Before you connect the RMA replacement camera to the codec, the codec software must be upgraded with TC version 6.0.0 and later SX20 codec software released to CCO 1/31/13, or TC version 5.1.7 and later software released to CCO 2/27/13. This ensures that the correct camera firmware is loaded to the camera, and will hereafter not be affected by this issue.

Access the Download Software page for the latest SX20 codec software.

It is MANDATORY to upgrade cameras that do not exhibit this issue in order to prevent future failure.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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